Data Sources & Training | Text

Introduction

Text training allows you to directly teach your AI agent using custom-written instructions or information.

This is useful when the knowledge you want the agent to have:

• Does not exist on your website

• Is too specific for a document

• Needs clear, direct instructions

• Is based on rules, exceptions, or behavior guidance

Text training is one of the most flexible ways to fine-tune how your AI agent responds.

What Kind of Information Should Go in Text Training?

Text training works best for short, clear, and specific information.

Common examples include:

• Business rules or exceptions

• Internal policies not published anywhere

• Brand-specific instructions

• Response guidelines (what to say or avoid)

• Clarifications that don’t belong on the website

• Special handling instructions for certain queries

If you can explain something clearly in a few paragraphs, text training is usually the right choice.

Writing Effective Training Text

Good text training is:

• Clear

• Direct

• Unambiguous

Example

Less effective: “Handle refunds properly.”

More effective: “If a customer asks about refunds, explain that refunds are processed within 5–7 business days after the product is returned and inspected. Do not promise same-day refunds.”

The more specific the instruction, the better the agent performs.

Instant Retrain and Text Training

When you use Instant Retrain during conversations:

• The correction is saved as a text entry

• It appears automatically in the Text section

• The agent learns from that correction going forward

This makes text training ideal for quick improvements based on real conversations.

Managing Text Entries

In the Text section, you can:

• Add new entries

• Remove outdated or incorrect entries

Removing a text entry immediately stops the agent from using that information.

Common Mistakes to Avoid

• Writing overly generic instructions

• Adding conflicting text entries

• Duplicating content already trained via website or documents

• Forgetting to update text after policy changes

If two text entries contradict each other, the agent may respond inconsistently.

When to Use Text Training vs Other Methods

Use Text training when:

• You need precise control over responses

• Information is short and specific

• You want to correct or guide behavior quickly

Use Website or Document training when:

• Content already exists elsewhere

• Information is long or structured

• Pages or files are frequently updated

Often, the best setup uses all three together.